Technical Support Analyst – INTL Costa Rica

Job Description About the Role

We are seeking a motivated and detail-oriented Technical Support Analyst I to join our dedicated support team. The ideal candidate will possess a solid foundation in technical troubleshooting, exceptional communication skills, and a passion for assisting customers with their technical challenges. As a Technical Support Analyst I, you will play a vital role in providing first-level support, diagnosing issues, and ensuring customer satisfaction.

• Respond to customer inquiries and technical issues through various communication channels, including phone, email and chat.
• Diagnose and troubleshoot basic technical problems related to software, hardware, network connectivity, and system configurations across one skillset or product line.
• Document customer interactions, inquiries, and solutions accurately in the ticketing system.
• Escalate complex issues as appropriate and ensure effective communication throughout the escalation process.
• Collaborate with team members to share knowledge and identify recurring issues for proactive problem-solving.
• Provide timely and courteous customer service, ensuring that customers feel valued and supported.
• Follow established support processes and procedures, contributing to continuous process improvement efforts.
• Stay up to date with the latest product updates, features, and technical information to provide accurate assistance to customers.
• Contribute to the creation of user guides, FAQs, and self-help resources for customers.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• Strong problem-solving skills with a logical and analytical approach to troubleshooting.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users (C1 English level is required).
• Customer-focused mindset with a commitment to delivering exceptional service.
• 2+ years experience with Windows Operating systems XP, Vista and Windows 7, Windows 8 and Windows 10, MacOS, as well as all common web browsers.
• Ability to work in a fast-paced environment.
• Experience using customer support tracking tools.
• Experience in a technical support center.
• experience is a plus.